Artificial Intelligence Usage by IPsoft Inc.

This report focuses on the use of artificial intelligence by a New York based technology company IPsoft Inc. along with some suggestions for further enhancement. It covers the background information of IPsoft Inc., its size and demographics, financial information, market information and competition, usage of artificial intelligence technology by IPsoft, implementation issues, implementation success, and consideration for further development and usage.

RUNNING HEAD: Artificial Intelligence
Artificial Intelligence

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Contents
Introduction......................................................................................................................................2
Background Information of IPsoft Inc.............................................................................................2
General Overview........................................................................................................................2
Size and Demographics................................................................................................................2
Financial Information...................................................................................................................2
Market Information and Competition..........................................................................................2
Usage...............................................................................................................................................3
Use of Artificial Intelligence Technology by IPsoft....................................................................3
Usage of Artificial Intelligence in Products.................................................................................3
Implementation Issues..................................................................................................................4
Implementation Success..................................................................................................................4
Successful use of Artificial Intelligence by IPsoft.......................................................................4
Consideration for further development and usage.......................................................................4
Conclusion.......................................................................................................................................5
References........................................................................................................................................6

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Introduction
Artificial Intelligence can be defined as the development and theory of computer systems that are
able to accomplish the tasks normally requiring human intelligence such as speech recognition,
visual perception, translation between languages and decision-making (Poole & Mackworth,
2017). It is the intelligence displayed by machines and is also known as machine intelligence.
The companies with artificial intelligence are emerging all over and are progressing rapidly with
key advancements ranging from fraud detection to virtual assistants (Datamation, 2017). This
report focuses on the use of artificial intelligence by a New York based technology company
IPsoft Inc. along with some suggestions for further enhancement.
Background Information of IPsoft Inc.
General Overview
IPsoft Inc. was founded in the year 1998 and is an American technology company based in New
York. It has three products namely Amelia, 1Desk, IPcenter. IPsoft manages, deploys, scales,
monitors and secures e-business systems with the use of its in-house automation technology
which assists in automating the functions otherwise done manually.
Size and Demographics
IPsoft is a small company as it employs only 1823 employees (Craft, 2018). However, its
operation is spread worldwide in 13 countries in North America, Europe and Asia-Pacific. The
basic target of the company is on AI system providers, AI solution providers, technology
providers, semiconductor companies, system integrators, cloud service providers, AI platform
providers, Universities and research organizations and investors and venture capitalists.
Financial Information
IPsoft had a turnover of 37.88 million in the year 2016 which has reduced in comparison with the
turnover of the year 2015 i.e. 49.97 million. There is a little decline in the fixed assets owned by
the company in the year 2016 to 39.33 million from 4.61 million in the year 2015.

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Market Information and Competition
The market of artificial intelligence was valued at USD 16.06 billion in the year 2017 and is
expected to reach USD 190.61 billion by 2025 (Markets and Markets, 2018). Artificial
intelligence market is mainly found in Europe, North America, Asia-Pacific where IPsoft has
established its operations. Its competitors include WorkFusion, Celaton, Status Today and Clara
Labs.
Usage
Use of Artificial Intelligence Technology by IPsoft
The business of IPsoft is concerned with transforming the performance of business through the
employment of digital labor. IPsoft pioneers innovation in the delivery and development of
cognitive and autonomic technologies. Since the inception of the company, it works towards
shaping the future of business operations and IT by way of bringing automation through digital
labor. Therefore, IPsoft makes the use of artificial intelligence by involving expert systems and
freeing human talent for focusing on creating value through innovation.
Usage of Artificial Intelligence in Products
IPsoft uses artificial intelligence technology in its products namely, IPcenter, 1Desk and Amelia.
IPcenter is an automatic agent platform. It performs the work of automation of remediation and
monitoring of network services. 1Desk also performs the same task by incorporating cognitive
agents and provides business users with an intelligent interface that accomplishes all tasks
related to HR, IT, administrative support and finance. An opportunity for IT organizations is
created by 1Desk for employing the AI framework on their own along with combining it with
Amelia, digital assistant technology that is trained by IPsoft for handling carious technologies
and business process requests (Vizard, 2017). Amelia is considered as the market’s most
comprehensive AI platform. The artificial intelligence used in Amelia enables it to engage in
fluid conversations and understand the meaning of statements along with automatically detecting
the mood of the customers. Amelia is considered to be a capable AI platform that could change
the future of IT. She connects the systems and data of the organization and customer engagement
channels for the purpose of delivering high performance throughout the value chain. Advanced

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machine learning models are utilized in the development of Amelia that enables this AI bot to
make business decisions from conversational data in real-time (Jones, 2015).
Implementation Issues
Some IT issues in the implementation of artificial intelligence have significantly impacted the
productivity equal to £62.4bn in revenue. The IT failures have even resulted in the wastage of
estimated £6.9bn in salary costs due to the unproductivity of staff. The artificial intelligence
utilized have created several IT issues for the end user due to its complexity as they demand “Siri
Simplicity”.
Implementation Success
Successful use of Artificial Intelligence by IPsoft
Among the three products of IPsoft, the most popular is the AI bot Amelia. According to a
report, Amelia has the capability of delivering more value that a Chatbot and has the capability
of increasing the commercial advantage of the business due to its cognitive technology (IPsoft,
2018). It also improves the interactions with the customers in various activities such as mortgage
processing, banking and insurance. The purpose behind the development of Amelia by IPsoft
was to increase the effectiveness of operations by way of getting the tasks completed in a more
efficient manner than before. Therefore, the purpose is completely served by the successful
implementation of artificial intelligence in Amelia that even detects the moods of the customers
and provides relevant assistance.
Moreover, the artificial intelligence utilized in 1Desk is being successfully used by the company
in bringing continuous improvement by way of automated learning from each and every
interaction with the business users. The successful use of artificial intelligence is also shown in
the product IPcenter which is an autonomic IT management platform.
Consideration for further development and usage
IPsoft is continuously making further developments in its product such as Amelia in accordance
with the needs of different markets (Bindi, 2016). Moreover, it will also introduce new products
in the market with stronger artificial intelligence for achieving its vision of eliminating routine

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work by way of automation and freeing the human talent so that they can focus on creating value
through innovation.
Conclusion
IPsoft is a company that utilizes disruptive technology for shaping the future of business
operations and IT by way of automation through digital labor. It has made the successful use of
artificial intelligence in its products namely IPcenter, 1Desk and Amelia. All these products have
performed well in the market due to the use of strong artificial intelligence for completely
eliminating human efforts. Therefore, it can be concluded that the artificial intelligence utilized
in the products of IPsoft is successful in leading towards the achievement of the vision of the
company by eliminating the routine work. However, some considerations for further
development and usage of artificial intelligence will further contribute towards the vision. IT
issues resulting in reduction of productivity must also aimed to be resolved for attaining a better
position in market.

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References
Datamation. (2017). Top 20 Artificial Intelligence Companies. Retrieved February 21, 2018 from
https://www.datamation.com/applications/top-20-artificial-intelligence-companies.html
Markets and Markets. (2018). Artificial Intelligence Market. Retrieved February 21, 2018 from
https://www.marketsandmarkets.com/Market-Reports/artificial-intelligence-market-
74851580.html
Vizard, M. (2017). IPsoft’s 1Desk Advances AI Labor Force Reality. Retrieved February 21,
2018 from https://devops.com/ipsofts-1desk-advances-ai-labor-force-reality/
Bindi, T. (2016). Deloitte and IPsoft to customise AI agent Amelia for Australian market.
Retrieved February 21, 2018 from http://www.zdnet.com/article/deloitte-and-ipsoft-to-
customise-ai-agent-amelia-for-australian-market/
Poole. D. L. & Mackworth, A. K. (2017). Artificial Intelligence. Cambridge University Press.
Jones. (2015). Artificial Intelligence: A Systems Approach: A Systems Approach. Jones &
Bartlett Learning.
IPsoft. (2018). Global Presence. Retrieved February 21, 2018 from
https://www.ipsoft.com/world/
Craft. (2018). IPsoft. Retrieved February 21, 2018 from https://craft.co/ipsoft